Home Depot
Disputed $12,110.00 roof charge reapplied after I signed a form

Home Depot sold me a new roof for my house in April, and ever since then I have struggled to get it installed correctly. The purchase went on my Home Depot credit card. While I was on one of the numerous phone calls with customer service, a representative offered to open a dispute over the charge. That seemed worthwhile to me, as the roof remains unsatisfactory today. May 9th is when the dispute began.

The ruling went my way on September 9th, and my account received a provisional credit of $12,110.00, accompanied by a note that it could be charged again if further significant evidence was found. I called customer service to find out what would qualify as significant evidence and how long any further review might run, since that is a large sum. The letter that started the dispute promised an initial investigation of up to 60 days, but the letter announcing the reversal came 128 days in, double the time I was given.

They assured me the matter was closed with no further investigation. Yet near October 1st I got a call from the Phoenix office, wanting to send someone to check the roof and confirm that all was resolved. A man arrived at my house on October 6th. He did not set up a ladder to climb onto the roof; he produced some papers instead. He explained that they duplicated a form I had signed previously, that the person in Atlanta who had the original form had died, and that therefore nobody could locate the signed original.

When I read it, I found a Customer Service Order form stating that the job was to repair a few exposed nails and torn shingles and to repaint the metal trim, that those repairs were finished, and that nothing further was owed ($0.00).

All of this looked suspicious, so I asked whether it was connected to the charge I was disputing. He said no, it merely replaced a misplaced form. Reluctantly, I signed. The man never climbed onto the roof and simply left.

Some weeks afterward a letter dated October 18th arrived, informing me that the $12,110.00 was back on my account since new information had supplied significant evidence. Attached to the letter was a fax of the form I had signed on October 6th.

Plainly, I was tricked into signing a paper that says the roof was done to satisfaction, so that I could be cheated out of the money that had been given back. This is obviously a bait-and-switch, an illegal practice in the United States. I am asking for corrective action: put the $12,110.00 credit back on my account. Home Depot failed to give me a properly installed roof and then conned me into paying for it once the charge had been removed.

Company: Home Depot
Country: USA
State: Georgia
City: Atlanta
Address: 2455 Paces Ferry Rd SE
Phone: 8006770232

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